Conduent Somerset , NJ 08873
Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.
The Patient Access Solutions group is nationally recognized for its planning, content, and process expertise in the design and management of compliant, streamlined reimbursement and patient assistance programs. The TMS Health Patient Access Solutions group is dedicated to delivering the highest-quality, leading-edge services so patients can experience the best possible medical outcomes.
The Health Care Services Supervisor is responsible for assisting in the overall management of the representatives and the management of specific programs to ensure that internal client goals and objectives are met. Aids in handling call volume, as well as email/ white-mail as needed, to assist in meeting objectives.
Primary Job Responsibilities:
Exhibits a proactive approach ensuring that goals of the department are met by aligning work priorities with those set by the Operations Manager.
Works with the Operations Manager and the Client Services Program Managers to ensure success of programs.
Responsible for daily maintenance of the campaign including recalls, duplicate dispositions, skips, missing calls, etc.
Accountable for the development of the assigned representatives.
Handles escalations from representatives to either resolve or further escalate to the Operations Manager.
Ensure that program goals are proactively communicated to each representative.
Coaches representatives daily to aid in achievement of performance goals.
Reviews and analyzes reports to identify goals that are not being met and use data to address performance issues.
Assists in training new hires and remedial training for current representatives as needed.
Handles representative questions and concerns.
Responsible for walking the call floor and creating a presence and handling all representative questions and concerns in timely manner.
Ensures that high call standards are maintained through appropriate monitoring and coaching of representatives.
Responsible for completing monitoring sessions as needed.
Accountable for answering/placing calls during high volume or team absences in order to meet program goals.
Understands the on-line statistics from the appropriate systems and ensures data is accurate and delivered to the Operations Manager on time.
Monitors daily productivity reports.
Writes development plans and objectives for underperforming representatives.
Works with Training and Quality to ensure representatives are delivering quality work.
Identify areas for improvement in regards to operational or program efficiencies.
Handle any payroll issues for representatives.
Follow escalation policies.
Adhere to company policies.
1 years supervisory or team lead experience required.
Prior experience in a call center highly preferred.
Excellent verbal and written communication and listening skills.
Well-developed problem analysis and decision-making skills.
Strong ability to function effectively working independently and in a team environment.
Ability to perform in high-pressure and fast-paced environment and handle multiple tasks simultaneously.
Strong computer and keyboard skills, with proficiency in Microsoft Office Suite including Word, Excel and Outlook.
Demonstrated effective organizational and time management skills.
Self-motivated and results oriented.
Demonstrated ability to learn, retain, analyze, and articulate complex information.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today!
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.